ComplaintsforMonoprice, Inc.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a Monoprice soundbar last May. The soundbar quit working in Dec. so I called and tried some things as directed. The soundbar is still not working (will not connect to tv via HDMI connection and the surround speakers do not work). Monoprice advertises a 1 year warranty but I was told the soundbar is out of stock and no idea when or if will be available. So I am left with no soundbar. I made contact with Monoprice on Jan 2. Sent copy of purchase and have not heard anything. Please help.

  Business response

  01/29/2024

  Hello,

  Unfortunately the item the customer purchased is in fact out of stock without an ETA at this time.

  We have 1 alternate item in stock of a greater price and quality and would be glad to replace the defective unit. If the customer accepts we can process it at their confirmation. The link of the product is below

  *****************************************************

  Once confirmed we will process the replacement.

  Thank you,

  **************

  Director of Operations

   

   

  Customer response

  01/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a DAC/amp combo device from ********************** less than 1 year ago in January 2023. My device started showing manufacturer defects in December of 2023. After contacting Monoprice, they decided that they will not honor my warranty and that the only option is to take whatever they want to give me in store credit. Their claim is that the device is discontinued, so they will not repair or replace it. This is classified as DECEPTIVE BUSINESS PRACTICES by federal law and is violating FEDERAL TRADE LAWS. I have already contacted a consumer law firm, and will also be filing a complaint with the **** A refund is not enough at this point, as I will absolutely be pursuing litigation. I demand restitution.

  Business response

  01/29/2024

  Hello,

  I greatly apologize for the delayed response. While our warranty policy does not offer refunds for out of stock replacements and the customer was offered a store credit, a refund for the amount purchased has been processed. The customer does not have to return the product. 

  The customer should see the refund on their original form of payment with 3-5 business days.

   

  Thank you,

  **************

  Operations Director

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dec.6 2023 Ordered 4 midi cables. They charged my card and never filed the order. The order is sitting in my account with them and I am trying to get my money back. The refund option doesnt work on thier website.

  Business response

  12/20/2023

  Hello,

  
  I apologize the customer's order was not received. We do not have record that this customer contacted us, as we could have informed him that his order shipped on 12/7/23 and given the shipping method selected it can take between 12 -14 business days to arrive. A BBB complaint was not needed for resolution. The order number is 23900246. Oftentimes order confirmations may go into a spam folder and go undetected.

  
  I have processed a replacement that will ship today under RMA991298350, and it will take 3-5 business days to be delivered. In the event that the customer receives two shipments, he is welcomed to keep them.

  
  Thank you,

  
  **************
  Senior Manager, Customer Experience

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Not honoring their price protection policy. I purchased an item on November 27th for ******. The item price was ****** but had a 30% coupon. Within the price protection window, the price dropped to ****** from ****** and the 30% coupon was still valid. The new price for the item in my cart was now *****. When I called for a price adjustment they initially said they would honor my request. Then they changed their minds and said said I paid less on my first order. What?!? Since I paid ****** (post coupon) for the product on Nov 27th and price today is ****** (pre coupon), there is no adjustment. The coupon is still valid. I tried to explain you can't compare the first orders price post coupon and then today's price pre coupon, thats unethical. They didn't care.

  Business response

  12/18/2023

  Hello,

  The customer was given a refund for $37.11 plus tax on 12/8/23. The remaining $5.55 has been processed today to total the amount of the lowest sales price with the discount coupon.

  I have emailed the customer and left a voicemail with this information.

  Thank you,

  **************

  Customer Service Manager

  Customer response

  12/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Monolith by Monoprice Belt Drive Turntable with Audio-Technica AT-VM95E Cartridge, Carbon Fiber Tonearm, USB, Bluetooth - Glossy Black in May 2023 from Amazon. The unit arrived damaged. I have been working with Monoprice since May to try to get a replacement. I have already shipped back the unit. They state the item is out of stock, but they will monitor and send me one when its in stock. I have notified the support team myself when the item was back in stock. They failed to order it in time to replace mine. They not claim to have issued store credit that I have yet to receive. They refuse to give me a refund of my money (not store credit) despite my request and ignored my requests to be connected with a supervisor. They are also unable to tell me when the item will be back in stock. It is now almost November.

  Business response

  11/06/2023

  Hello,

  I am very sorry the product purchased is currently on back order.

  The purchase was made through Amazon.com and our agreement under warranty is to offer a replacement or a store credit. The purchase was made under the name of ***********************, and a store credit for that amount was issued on 10/30/23. The customer can make a purchase of their choice by logging into the Monoprice account created.

  Thank you,

  **************

  Customer Service Manager
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My original order was for a $180 beginner 3d printer ($56 shipping to ******) in Nov 2021. It broke and failed in Oct 2022. We were informed it was beyond 30-day refund policy and was discontinued, therefore repair not possible, so credit issued. I ordered a more expensive ($365) 3d printer as a replacement in Jan 2023 (Order #: ********). There was no equivalent cheaper model. We complained about paying for shipping as a warranty replacement. They offered $25 to offset cost. Instead we shipped the printer to family in *** who was flying to ******.The second printer broke in Oct 2023. Again beyond 30-day refund period and discontinued so no repair possible and credit offered. We requested a refund for inconvenience but denied. We are not feeling supported as a ******** customer and have to pay shipping to no fault of our own. They also informed they would only pay for the return shipping of the 2nd broken printer from a US address because we shipped it there originally. We now also have to pay $100 to return a broken printer for the $350 store credit. We are then expected to purchase similar device and pay $100 shipping to receive it. We are being forced to buy products that are more expensive and very different from our original $180 purchase. The company has broken trust with us, and so we are expecting a refund. We do not want to do business with this company any longer. We have two complaint files logged: Case Number:CAS-776805-H0P7C2?Case# **********

  Business response

  10/24/2023

  Hello,

  We have contacted the customer and offered a refund by way of a wire transfer. Once the defective item is returned we will issue the refund.

   

  Thank you,

   

  **************
  

  Customer response

  10/24/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am disappointed that at no point did Monoprice empathized with us in having two defective 3D printers and expected us to pay for the shipping of both warranty replacement printers. This was an added cost to us as the consumer for no fault of our own. We have spent many hours speaking with multiple people at MonoPrice to make our case to no avail. It was only after reaching out to BBB that a reasonable concession was offered. This happened within hours of our complaint. 
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 65w usb-c charger (PN: *****) in order ******** in March, 2023. And it stopped working in July, 2023. I reached out to Monoprice on Jul 20 about the replacement process, and they replied me it's not in stock, I can wait for the replacement unit. Quoted "Since the product is already discontinued (PID: *****) we have a similar item (PID: *****) can be used a replacement, however this is currently out of stock (ETA 09/09/23)". So I agreed to wait for the replacement charger back in stock on around Sep 21. Then the *** is generated, The staff replied, We have processed the replacement order (*********) and this order will be ship via Monoprice Saver on 9/25/2023 with tracking number: 92748999937100553030682555.However, the tracking kept stuck in ***** Currently Awaiting Package'. On Oct 8th, I reached out again, and they claimed ***** lost the package', and created another ***, quoted,'I apologize you have not received the previous ************ for replacement. According to the information available, your new ***991287533 for replacement was shipped out on 10/9/23 and transit time is estimated to be between 3-7 business days. The package was picked up by **** and you can track its progress using the tracking number: **************************. We appreciate your patience and thank you for choosing our service. 'But still, it's **** Currently Awaiting Package'. I reached out to the customer support but they insist I should wait 10 business days to claim another ***. This is not reasonable to a customer to wait for 3 months in the process to get a simple ***, and they most likely never ship the item! It's hard to believe now that **** lose the package twice in a roll upon pickup.

  Business response

  10/15/2023

  Hello,

  I apologize there was a delay in fulfilling a warranty replacement. The tracking number reference now shows delivered as of 10/14/23. Please confirm receipt. I appreciate your patience.

   

  Regards,

  **************

  Customer Service Manager
  

  Customer response

  10/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I do suggest the business need to improve their shipping, this is an item received far more than 10 business days.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a TV stand from Monoprice about a week and a half ago (weekend of 9/16/23). Order # ********. All through the company's website they promote that most orders will ship the same day. Given that it was the weekend, I assumed it would mean next business day. As each day passed, I saw no progress with my order or shipping notification. I have called customer service many times and received various responses, such as we are experiencing warehouse delays, it will ship today, it will ship in ***** hours, etc. Finally got a supervisor who stated that ***** picked up item and he provided a tracking number. This has been 2 days now and tracking only says that a label has been created. Similarly, my order still says "in progress" on Monoprice website and I have received no email notification of shipment actually occurring. I believe a label has been created only and that the product is not available for fulfillment. And yet Monoprice voice menu on any phone calls to them continues to heavily promote same day shipping.At this point, I have installation of audio-visual equipment pending and need this item. I would like Monoprice to expedite this to overnight or next day shipping at this point if they truly have the item they are selling. Similarly, they should stop promoting same day shipping everywhere a customer visits since shipping lags are historic based on customer experiences and comments.

  Business response

  09/27/2023

  Hello,

  The customer contacted us and we informed him we had a recent system upgrade and there have order delays as a result. We have offered and processed a discount to the customer's order due to the delays.

  The order has been assigned tracking number ************ and will be leaving out warehouse today. We greatly apologize for the inconvenience and delays as the challenges we encountered were not expected.

  Thank you,

  **************

  Customer Service Manager
  

  Customer response

  09/28/2023

   I am rejecting this response because:
  
  Unfortunately, I have mixed and mostly skeptical feelings about this manager's response.

  It is accurate that Monoprice applied a modest discount of $15 to my account. When they say that the item will be shipped today, however, I have no reason to believe this is credible information. This comes after being told various shipment dates over the course of the last week and a half. More importantly, the supervisor who generated that tracking number insisted that ***** had picked up the package and it was at the ***** sorting center. When asked why tracking had not progressed beyond the label created stage, he said that ***** had just failed to scan it and update their system. This was not the case at all as witnessed by Monoprice's response to this complaint indicating that the item will ship today. Obviously their statements are not trustworthy, based not on my opinion, but their own track record. And yet they still are promoting same day shipping as a major selling point.

  Sorry if this seems rigid or hyper-critical. Unexpected events and delays are understandable. Dishonesty and misrepresentations don't generate good will or returning customers. I don't need refunds or discounts. I'm in need of this item and believe expedited level of delivery is warranted. 

  Business response

  10/07/2023

  Hello,

   

  I have spoken to ************** and personally apologized for our order delays. He confirmed he did receive the order and I processed an additional discount given the inconvenience of delays and misinformation.

  Thank you, ************** for taking my call today!

  Regards,

  **************

  Customer response

  10/10/2023

  Monoprice has reached out to me, owned and apologized for the issues, and resolved the matter to my satisfaction.
  
  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was to be shipped 9/6/23. Order never received. **************** @********************** said on 9/19/23 that "the warehouse is busy" so they couldn't tell me when I would receive the order. It's September 19 now and I still have no merchandise. I asked to speak to a supervisor but was told that wasn't an option available to me. Monoprice should not be able to collect money and not deliver the product. I paid the cost of the product when required but Monoprice did not fulfill its end of the bargain. What is it called when someone pays the asking price for a product but the product isn't delivered as promised?

  Business response

  09/21/2023

  Hello,

  I apologize greatly for the lost shipment. We have shipped a replacement order via overnight service that should be received tomorrow, the next business day at the latest. The tracking number is ************.

  I have a left a voicemail with this information as well and if there is anything else we can do the customer can reach out to me directly.

  Thank you,

  **************

  Customer Service Manager

  Customer response

  09/23/2023

   I am rejecting this response because:  As of this writing, I still have not received the product nor does the shipper show that the product is scheduled for delivery.
  
  
  

  Business response

  10/07/2023

  Hello,

  The replacement was delivered on 9/25/23. A screenshot of the delivery information from ***** is attached. If the customer has not received it please let me know for next steps. I greatly apologize for the delays.

  Thank you,

  **************

  Customer Service Manager

  Customer response

  10/10/2023

   I am rejecting this response because: Monoprice owes compensation for the long delivery delay and poor customer service. A $10 contribution to the BBB of ********** or, if BBB of ********** is unable to accept a contribution, to Consumer Reports, would be acceptable.
  
  
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov 28, 2022 I purchased 2 of M-12 V2 12in subwoofers from monoprice. In late April the first of these started having intermittent issues before completely failing. I contacted them on May 12, 2023 about the issue and a replacement was suggested but the item was out of stock. On June 19, 2023 the item was in stock and the replacement process was started. The item was received in late June, then failed again approximately 45 days later. The second subwoofer began to fail around the same time. Support was contacted again on August 29, and informed me that there would be a nearly 3 month wait for replacement units. I was given no other suitable option. I requested instead to return them for a refund due to repeated failures + widespread reports of failure on these units. All communications from monoprice ceased on September 1. Two relevant invoice numbers : ******** ******** Each invoice was in the amount of ****** for each subwoofer. I seek return of both.

  Business response

  09/11/2023

  Hello,

  I have spoken to ************ and we have agreed to issue a refund once the products are returned. I provided return authorization numbers RMA991283867 & RMA991283868 and we will be scheduling a ***** freight pick-up.

  Thank you,

  *************************

  Customer Service Manager
  

  Customer response

  09/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Subwoofers have been picked up this afternoon and am just awaiting the final refund once they are received. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩